SPREAD AI

Support Engineer

• Own the helpdesk end-to-end, covering intake, triage, internal routing, and customer communication
• Implement automations, SLA policies, forms, and runbooks, and publish weekly, monthly, and quarterly KPI reports
• Reproduce and resolve, route or escalate issues across product features, ETL pipelines, GraphQL queries, database traversals, and SQL scripts
• Capture and follow up, if not provided by a user/client, evidence such as screenshots, videos, logs, and traces, and deliver clear Root Cause Analyses
• Work with Product and Engineering to file high-quality bug reports, verify fixes, and close the loop with customers
• Establish and evolve support operations
• Define SLA targets (based on MSA), escalation paths, incident communication templates, and internal ticket flows that scale with volume
• (Re-)Categorize user requests to distinguish between different request types and corresponding SLA targets
• Sync with Product and Engineering to gain a firm understanding of our products and tech stack to better reproduce/understand support requests and create CS function handbooks
• Raise the bar on the helpdesk stack by refining queues, fields, and taxonomies, implementing automation rules, and connecting with status pages, analytics, and logging or telemetry where useful
• Create and maintain knowledge base articles and runbooks with the Technical Writer to drive self-service and deflect tickets
• Coach teammates on effective handoffs, and keep ticket hygiene high so reporting and trend analysis stay reliable
• Watch for performance and scale risks in the knowledge graph, and partner with Engineering on pragmatic mitigations such as indexing guidance, caching strategies, and safeguards
• Represent Support in customer communication and give clear and empathetic updates during investigations and after resolution
• Track and report support and reliability KPIs to Product leadership and propose quarterly improvement initiatives based on trend data

Senior Customer Support Engineer

• Own the helpdesk end-to-end, covering intake, triage, internal routing, and customer communication
• Implement automations, SLA policies, forms, and runbooks, and publish weekly, monthly, and quarterly KPI reports
• Reproduce and resolve, route or escalate issues across product features, ETL pipelines, GraphQL queries, database traversals, and SQL scripts
• Capture and follow up, if not provided by a user/client, evidence such as screenshots, videos, logs, and traces, and deliver clear Root Cause Analyses
• Work with Product and Engineering to file high-quality bug reports, verify fixes, and close the loop with customers
• Establish and evolve support operations
• Define SLA targets (based on MSA), escalation paths, incident communication templates, and internal ticket flows that scale with volume
• (Re-)Categorize user requests to distinguish between different request types and corresponding SLA targets
• Sync with Product and Engineering to gain a firm understanding of our products and tech stack
• Raise the bar on the helpdesk stack by refining queues, fields, and taxonomies, implementing automation rules
• Create and maintain knowledge base articles and runbooks with the Technical Writer to drive self-service and deflect tickets
• Coach teammates on effective handoffs, and keep ticket hygiene high so reporting and trend analysis stay reliable
• Watch for performance and scale risks in the knowledge graph, and partner with Engineering on pragmatic mitigations
• Represent Support in customer communication and give clear and empathetic updates during investigations and after resolution
• Track and report support and reliability KPIs to Product leadership and propose quarterly improvement initiatives based on trend data

Technical Writer

• Ship docs with code using Git to ensure that docs and features land together.
• Run the doc site and its information architecture as one system, and customize the site where necessary.
• Maintain the GraphQL reference documentation to ensure users can access the knowledge graph.
• Document technical theory, tutorials, and references, and create courses for a technical audience.
• Create samples and exercises to show how to use the SPREAD product.
• Write for a tech audience with inclusive language and manage localizations.
• Triage and iterate with intention, manage the backlog, watch search queries and 404s, and publish refactors, redirects, and deprecations with clear notes.
• Improve the docs pipeline thoughtfully over time, choose automation that removes toil, and keep the focus on author experience and reader impact.

Technical Writer, f/m/d

Human Resources

• Ensure that all core HR operations are reliable, compliant, and scalable
• Lead HR systems and data management, leveraging process automation and digitalization
• Oversee event, office, and vendor management
• Act as a trusted advisor to managers and leadership
• Drive performance management end-to-end
• Design and implement engagement surveys
• Contribute to career frameworks and organizational development initiatives
• Design and deliver leadership development and learning programs
• Foster culture and employee experience by shaping internal initiatives, events, and rituals

HR Manager – Employee Experience, Operations

Engineer

• Lead the discovery phase: identify pain points, business potential, and motivation drivers, and translate findings into a clear solution strategy and a compelling value story.
• Plan and lead value assessments and proof-of-value projects; design and deliver demos; facilitate C-level workshops and present findings and recommendations at the executive level.
• Quantify customer value through robust business cases — including ROI and impact hypotheses — and transparently demonstrate how the SPREAD platform delivers real benefits across the entire value journey.
• Support sales by coaching Account Executives on account strategy and stakeholder mapping; qualify opportunities, refine scopes, and ensure consistent alignment with measurable success criteria.
• Work closely with delivery and product teams to ensure new and strategic use cases are implemented, scaled, and sustainably embedded; systematically feed project insights back into platform development.

Senior Value Engineer – m/f/d

Financial Planning and Analysis

• Support the design and maintenance of the company’s financial models (P&L, cash flow, SaaS metrics), partnering with the Finance Manager to build forecasting and budgeting discipline
• Conduct variance analyses and prepare actionable insights for leadership to drive corrective measures
• Contribute to board and investor materials by preparing KPI dashboards, slides, and supporting commentary
• Drive cross-functional projects (e.g. cost optimization, process improvement, go-to-market initiatives), ensuring structured planning and delivery
• Assist in shaping and tracking company OKRs, creating transparency on progress and risks
• Build analytical deep dives (market, competitors, unit economics) to support strategic decisions
• Improve reporting and analytics tooling to reduce manual work and increase transparency
• Serve as a business partner across functions, translating between finance, product, GTM, and engineering stakeholders
• Take ownership of selected strategic initiatives, with the opportunity to grow into leading full budget cycles, scenario modeling, and investor-facing responsibilities
• Work closely with the Chief of Staff in a high-exposure Founder’s Office environment, gaining mentorship and direct access to leadership

Finance & Strategy Manager – Founder’s Office

• Leitung der Discovery-Phase, Identifikation von Pain Points, Geschäftspotenzialen und Motivationstreibern sowie Übersetzung der Ergebnisse in eine klare Lösungsstrategie und eine überzeugende Value-Story
• Planung und Leitung von Value Assessments und Proof-of-Value Projekten; Konzeption und Durchführung von Demos; Moderation von Workshops auf C-Level sowie Präsentation von Ergebnissen und Empfehlungen auf Executive-Ebene
• Quantifizierung des Mehrwerts für Kunden durch fundierte Business Cases – inklusive ROI- und Impact-Hypothesen – sowie transparente Darstellung, wie die SPREAD-Plattform entlang der gesamten Value Journey echten Nutzen schafft
• Unterstützung des Vertriebs durch Coaching von Account Executives in Account-Strategie und Stakeholder-Mapping; Qualifizierung von Chancen, Schärfung der Scopes und konsequente Ausrichtung auf messbare Erfolgskriterien
• Enge Zusammenarbeit mit Delivery- und Produktteams, damit neue und strategische Use Cases erfolgreich umgesetzt, skaliert und nachhaltig verankert werden; systematische Rückführung von Projekterkenntnissen in die Weiterentwicklung der Plattform.

Senior Value Engineer – m/w/d

• Leitung der Discovery aus Wert-, Business- und Technikperspektive
• Identifikation von Kundenpainpoints, Nutzermotivationen und Wirkungstreibern und Übersetzung in Lösungsstrategie und Value-Story
• Orchestrierung von Value Assessments und Proof-of-Value
• Konzeption und Durchführung von Demos
• Moderation von Workshops auf C-Level sowie Präsentation von Ergebnissen auf Executive-Ebene
• Quantifizierung der Ergebnisse durch belastbare Business Cases (inkl. ROI- und Impact-Hypothesen)
• Abbildung des Kundenwerts entlang der Value Journey bzgl. SPREAD-Plattform-Fähigkeiten
• Befähigung des Vertriebs durch Anleitung von Account Executives in Account-Strategie und Stakeholder-Mapping
• Qualifizierung von Chancen, Schärfung der Scopes und Ausrichtung auf messbare Erfolgskriterien
• Steuerung von Delivery und Produkt durch enge Zusammenarbeit mit Rollout- und Product-Management
• Systematische Rückführung von Felderkenntnissen in die Weiterentwicklung von Plattform und Angebot

Senior Value Engineer

Manager

• End-to-End-Projektdurchführung für SPREAD-Rollouts vom Post-Sales-Handover bis Go-Live und Hypercare
• Festlegung ambitionierter Ziele und Zeitpläne in Abstimmung mit Erfolgskriterien
• Sicherstellung der Lieferung im definierten Leistungsumfang, innerhalb von Zeitplan und Budget
• Zusammenarbeit mit Engineering und Product zur Identifikation und Priorisierung relevanter Datenquellen
• Einrichtung von Integrationen und Abbildung von Strukturen im Engineering Intelligence Graph
• Konfiguration von Anwendungen, Dashboards und Workflows mit SPREAD Studio und KI-Funktionen
• Planung und Moderation technischer und Discovery-Workshops
• Steuerung von UAT, Cutover und Adoption für Zielnutzergruppen
• Koordination funktionsübergreifender Workstreams und Steuerung von Risiken, Annahmen, Entscheidungen und Changes
• Etablierung eines strukturierten Value-Trackings und Dokumentation wiederverwendbarer Muster und Module
• Rückführung von Erkenntnissen aus dem Feld in die Produktentwicklung zur Verbesserung von Skalierbarkeit, Performance und Wiederverwendung

Senior Customer Support Engineer

Senior Customer Support Engineer

Senior Customer Support Engineer

Technical Writer, f/m/d

HR Manager – Employee Experience, Operations

Senior Value Engineer – m/f/d

Finance & Strategy Manager – Founder’s Office

Senior Value Engineer – m/w/d

Senior Value Engineer

Senior Rollout Manager